Now Assist Virtual Agent Conversation DurationIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The out of box analytics for virtual agent conversation duration is highly inflated. For example, our reports show durations of 19+ hours. We believe this is due to "enhanced chat", which essentially never ends a chat conversation. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Any Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The way the scheduled job Time Out Abandoned VA Conversationshttps://instance_name.service-now.com/nav_to.do?uri=sysauto_script.do?sys_id=b9af85d2c37213009cbbdccdf3d3ae95 Works is it runs every hour and checks for conversations older than this sys_property com.glide.cs.conversation_idle_timeouthttps://inatance_name.service-now.com/nav_to.do?uri=sys_properties.do?sys_id=78c9403ac3733010634cdb450a40dd80 (2hrs by default) So if the job runs and the conversations are 1:59 minutes old it won't close them, then when it runs again in an hour and the conversations are 2:59 minutes old, they will be faulted The actual job can take some time to be scheduled so it is not always precisely 2:59. We checked examples of faulted conversation/interaction on the impacted instancehttps://instnace_name.service-now.com/sys_cs_conversation_list.do?sysparm_nostack=true&sysparm_query=state!%3Dcompleted%5EORstate%3DNULL%5Estate%3Dfaulted&sysparm_first_row=1&sysparm_view= Looked at a few specific examples to look at (the sys_ids are for sys_cs_conversation records) and time of Message sent on, timed out on, and duration, and confirmed all of the durations are correctly calculated. We can also confirm that how it currently behaves the duration of a conversation in enhanced chat experience will show as ~2-3 hours if it is not manually closed from the table or a live agent chat (live chats always close when agent disconnects) because the virtual agent chats in that client are not closed when a users query finishes. This keeps the chat alive for follow up prompting (similar to the user experience of a chat client like chat gpt) and is the current intended behavior For this reason even if a user walks away after 5 minutes of having the conversation, it will stay open until it is about 2-3 hours old if it was created in an enhanced chat NAVA experience.